When Should ITSM Change Management Start?

Any big changes can throw huge curve balls for most organisations. In order to tackle the challenges that IT Changes can bring in a change management system needs to be in place in all organisations. The basic purpose or role of such an ITSM software would be to systematically bring in a change without hampering the stability of the systems in place. The steady process of IT Service Management ensures a smoother transition. It minimizes risk yet maintains the agility of the system.

The advantages of ITSM

ITSM generally reduces any sudden offsetting in the programming. It maintains the effectivity of the system at large. The changes brought in through ITSM are not dramatic and hence the impact is to a large extent measured and calculated. Less surprise comes in, giving the organization scope to be prepared and seamlessly transition to the newer models. The service is generally rendered temporarily unavailable and after the changes are implemented, there are differences in functionality.

Different types of ITSM

There can be the following types of ITSM:

Sudden, urgent changes or emergency changes – These kinds of changes are generally unexpected. Thus, having an ITSM can prove beneficial for the company as they can quickly resort to the protocols of ITSM laid down by the company to handle such a change. These kinds of changes are abrupt and disruptive. It is a common practice to avoid such changes and undergo regular ITSM to ensure productivity.

Normal change – Any important change falls under this category. This kind of change is significant. They are different from an emergency situation or even the standard change procedures. A normal change requires much planning ahead followed by systematic implementation. It requires the full support of the change management software in place.

Standard change – They are the frequency or time to time changes that take place. They are typically low-risk changes. They are well-planned changes. The issues are scalable and can be resolved easily within the system. These changes can be timed and are non-disruptive.

Strategic change – Such a change is considered to be a major change. It can begin as a tactical change and proceed to be a strategic change. Depending on the matters involved this type of change can be classified for importance and a change plan is generally sorted out. It is crucial for the success of the change that the entire steps of the change are followed in detail.

Any ITSM software which helps in the process of IT Service Management should generally have the following features

Standard model – It is always beneficial to use known and standard model as ITSM tools to implement changes. The benefit of such models is that they are simply tried and tested and hence their strengths and weaknesses are known.

Evaluation of management techniques – Throughout the lifecycle the changes can be tracked and assessed. These increases productivity and guarantee high functionality.

Updates – It helps with license management. Any upcoming license requirement is intimated and the whole process stays in order.

Ticketing – It lays down a whole framework of keeping in track of changes. Specializations are sorted and handled accordingly. It increases the scope of action and helps keep up with trends.

Incident management – A good software should take little time to act in case of an issue. The issue should be dealt with appropriately and effectively. However, the best solution is to find effective solutions for dealing with issues even before they arise.

Steps to ITSM – Any ITSM should follow steps or standard procedures in order to make it most effective. Typically, the following steps are adopted

• A request for change is logged or created – given the kind of change that requires implementation, the request for change will be dealt with. Also, prioritization or timing will be set accordingly.

• Review – The change will be reviewed for its needs and merits. Supported by details and facts the change request will be either accepted or returned for the time being.

• Assessment – The change will undergo a thorough and critical evaluation. The entire process will come under scrutiny. The detailed investigation will minimize any probable damage to the system.

• Implementation – After coordinating with all branches that are likely to get affected, the changes will be implemented according to a strategizing plan. The implementation process will depend on the type of change that requires to be conducted.

• Closing – After the entire change is implemented a PIR or Post Implementation Review will be conducted. Each step and their success will come under scrutiny. After the success of the process is evaluated the process will meet a closing.

A change schedule is generally carefully chalked in case of need. Whatever cause the change to be implemented are the ultimate goals the change needs to meet successfully. Keeping that in mind the ITSM should be designed. All functions of the business should fall within the budgetary allowance even after the changes are accommodated. Disruption to customer service should be avoided as much as possible. Off-late it is a trend to resort to automation to successfully launch ITSM. It increases the success rate and hence is widely preferred and definitely most effective.